Business Improvement Manager, Sales

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

We are seeking a customer‑focused Business Improvement Manager – Sales to strengthen operational discipline, sales quality, and compliance across our Sales and Retention teams. Reporting to the Senior Director, Sales, this hands‑on role is accountable for day‑to‑day operational performance, ensuring sales interactions are fair, compliant, and aligned with our values and customer expectations.

Operating at the intersection of sales execution, risk and customer outcomes, you will drive business improvement initiatives that reduce customer harm, improve performance predictability, and enable sustainable sales outcomes. This role suits a pragmatic leader who thrives in complex environments and consistently translates insight into action—always with the customer at the centre.

What You’ll Do

• Own and uplift sales quality and compliance standards, working closely with QA, Capability and Enablement teams
• Drive operational readiness for product launches, system changes, and process updates
• Lead governance forums, incident reviews, and root‑cause analysis to embed learning and prevent repeat issues
• Partner with Risk and Compliance teams to reduce complaints, customer harm, and regulatory risk
• Define and maintain operational standards, controls, and readiness requirements across sales operations
• Identify systemic risks and failure points, driving continuous improvement and performance stability
• Deliver clear operational reporting, insights, and performance updates to senior leaders

What makes you perfect

• Experience in sales operations, business improvement, or contact centre environments
• Strong capability in process improvement, operational governance, and change delivery
• A demonstrable customer‑centric mindset, with a focus on fair, compliant sales outcomes
• Proven ability to manage multiple priorities and drive results in complex environments
• Strong stakeholder engagement and communication skills, across frontline through to executive level
• Confidence working with risk, compliance, audit, and regulatory requirements

What's in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.